Client Experience Manager (Care Sector

Responsible for managing all aspects of client services to ensure a consistently high-quality, person-centred care experience.,

• Work closely with the Registered Manager to coordinate the development of a high-quality private domiciliary care service in the local area.
• Promote the highest standards of care and service with a focus on person-centred care.
• Manage the process of client acquisition from initial contact to conversion, adhering to company policy.
• Carry out detailed care planning and risk assessments, ensuring compliance with relevant legal and regulatory requirements.
• Write, review, and update client care plans and risk assessments, ensuring they remain current and reflective of individual needs.
• Maintain and update all relevant client records on the ACP care management system, ensuring accuracy and compliance.
• Oversee the management of medication for each client, including ensuring that Medication Administration Records (MAR) are correctly created, reviewed, and maintained.
• Ensure successful operation of quality control systems and perform regular quality assurance visits for clients.
• Continually review and improve processes to ensure the most effective and efficient service is always being delivered.
• Effectively manage complaints and incidents, carry out investigations relating to service quality, and use findings to initiate improvements.
• Promote a positive culture aligned with the Home Instead ethos and values.
• Provide inspired leadership to the team, ensuring exceptional service is delivered and workloads are managed with safe staffing levels.
• Take part in disciplinary investigations, interviews, and meetings, following company policy and in conjunction with guidance from the HR provider.
• Ensure that policies and procedures are adhered to by all employees.
• Maintain the accuracy and integrity of data across all relevant platforms.
• Keep up to date with changes in legislation and regulations.
• Proactively identify own development areas in line with business objectives and the duties of the role, taking action within a reasonable timeframe.
• Participate in the on-call rota, providing out-of-hours support and guidance to the care team and clients when required.
• Carry out any other duties deemed necessary for the successful operation of the business.